Assistant Director of Guest Experience - Regent Santa Monica

Assistant Director of Guest Experience - Regent Santa Monica Beach

Regent Santa Monica Beach, part of IHG Hotels & Resorts’ luxury and lifestyle portfolio, presents a new era of indulgence offering 167 opulent guest rooms and suites. Introduced at a generous 720 square feet, rooms feature spa-like and luxurious bathrooms complete with a soaking tub, walk-in rain shower, double vanity and Perricone MD products, alongside thoughtful mementos through distinct Regent hallmarks.

Poised along a coveted coastline overlooking the Pacific Ocean, the resort celebrates the allure of unexpected harmony through contrasts, delivering inspired stays with a seamless blend of timeless elegance and modern luxury. Regent Santa Monica Beach is home to four dining destinations, each offering unique epicurean discoveries. Orla and Orla Bar by James Beard Award-winning chef Michael Mina brings the peerless charm and boundless flavor of the Mediterranean to Southern California, while the poolside Azure Bar presents elevated poolside dining and creative cocktails.

Sweet July Café debuts in collaboration with Ayesha Curry with exclusive menu items and a curated selection of beloved coffee and tea beverages. The beachfront oasis also boasts a 10,000 square feet Guerlain Wellness spa, outdoor pool (Azure Pool), The Regent Boutique, and state-of-the-art Fitness Center. The opening of Regent Santa Monica Beach marks a historic return of the brand to Los Angeles and represents the Americas flagship.

For more information visit

Job Summary:

As the Assistant Director of Guest Experience, you will elevate guest relations. Deliver impeccable, anticipatory service while acting as our established guests’ central property point of contact. This leader shall be accountable for overseeing the Front Desk, Emerald Connect, Concierge, and the Guest Services team. Enhancing the overall guest journey from pre-arrival to making a lasting impression post-departure by offering exceptional personalized service and “Enabling Uplifting Experiences.”

This will ensure seamless coordination of guest preferences by maximizing satisfaction and acting with thoughtful kindness.

Reporting to the Director of Guest Experience, every day is different, but you will mostly:

• Promote Regent’s service philosophy and style through our people attributes.
• Conduct daily shift briefings.
• Lead and manage a team of Concierge and Front Office colleagues and serve as liaison for the guest to all departments, and all VIP Services, fostering a culture of excellence and ensuring consistent delivery of exceptional guest experiences.
• Welcome guests upon arrival, providing room escorts, and a warm and friendly introduction to the hotel's services and facilities.
• Act as a personal concierge, assisting guests with reservations, booking activities, arranging transportation, and providing recommendations for local attractions, dining, and entertainment options.
• Serve as a butler for designated guests and VIPs, attending to their every need, including packing and unpacking, garment pressing, shoe shining, and ensuring their accommodation is beautifully presented and well-maintained.
• Implement processes for pre-arrival and post-stay communication with all guests.
• Manage and train the front office, and guest experience team to uphold service standards, sequence of service and monitor the hotel’s upsell program,
• Create, implement, and uphold standard operating procedures.
• Conduct regular performance evaluations to provide positive and constructive feedback to colleagues.
• Maintain a cash bank and ensure proper cash handling procedures are observed by all colleagues.
• Facilitate and oversee welcome and evening rituals.
• Train, mentor, and develop front office and guest experience team, fostering a team-oriented culture of excellence and ensuring consistent delivery of exceptional guest experiences.
• Implement and hold the team accountable for Regent Santa Monica Beach service standards to meet and exceed guests' expectations.
• Review and analyze guest feedback and implement necessary improvements to enhance guest experience.
• Handle complaints and resolve issues promptly, ensuring proper follow-up and…